Hostess - Mireio

Food and Beverage Service
Job Role:
Staff- Line level
Salary Description:
Raffles Hotels and Resorts
Job Ref:


Job Purpose
The primary function of the Mireio -Host is to have an excellent guest care skills, good communication skills, organization skills, good management skills and strong team leadership. You will be responsible for the induction, ongoing training assessment and development of all hostess colleagues. The role will involve organizing rotes, having a hands-on approach to general hostess duties - providing a warm welcome to every guest, making reservations, dealing with enquiries, dealing with complaints, cash handling and dealing with ad hoc queries.

Key Interactions Internally

• Managing Director

• Hotel Manager

• Rooms Division

• Housekeeping Team

• Engineering Team

• Talent & Culture Team

• Finance Team

• F&B Service Team

• Culinary Team

• Sales & Marketing Team

• Conference Services & Catering Team

• Marketing Communications Team


• In-house guests

• Outside guests

Primary Responsibilities
1 st primary responsibilities: Engage in the daily operations of Outlet Services

• Report to manager 5 minutes prior to schedule shift fully groomed according to Fairmont Standards with all personal service supplies on hand.

• Read communication board/log book.

• Participate in departmental meetings and shift line-ups.

• Know your shifts and station assignments.

• Demonstrate Fairmont's Service Plus Standards in all interactions.

• Demonstrate an attitude of friendly hospitality in every aspect of service.

• Remain observant and responds to each guest at all times.

• Provide prompt, courteous and efficient food and beverage service.

• Maintain cleanliness and condition of the work areas and equipment.

• Perform all assigned side works regularly, promptly, and correctly.

• Effectively handle customer concerns.

• Implement standards/procedures of service for guests consistently as per attached sequence of events.

• Ensure table maintenance is up to Fairmont Standards during the entire dining experience as per attached sequence of events.

• Ensure your workstation is clean, neat and in order.

• Anticipate uniform needs for next scheduled shift.

• Ensure adherence to Fairmont's Code of Ethics Ensure all situations are handled with our values in mind - Respect, Integrity, Teamwork and Empowerment.

• Follow Occupational Health & Safety regulations.

• Report suspicious people and behavior to Security.

• Report any problems to manager on duty.

• Follow Hotel's telephone etiquette standards.

• Assist as needed to maintain standards of appearance, sanitation and service in all areas of the restaurant.

• Comply promptly with all special request of management.

• Communicate pleasantly and courteously with guests, management and co-workers.

• Know layout of restaurant/hotel and location of all equipment and supplies.

• Professionally greeting and welcoming guests upon their arrival to the outlet

• Coordinating seating and flipping tables

• Escorting guests to their tables

• Practice guest name recognition and recognize return guests by name and preference

• Fill out Fairmont Profile Plus preferences and communicate information to servers and other F&B departments

• Organizing reservations on a daily basis using Restaurant Manager

• Working closely with Servers and Bus persons to provide assistance as required

Other Responsibilities

• Act as a member of one or more of the hotel's internal committees, i.e. Social Committee
• Increase knowledge of the industry trends.

• The ability to think 'out of the box' and see the big picture.
Main Complexity/Critical issues in the Job

• Efficiency of quality customer service to all our guests.

• Management of the guest service experience / personalization.

• Management of guest complaints.

Knowledge and Experience

• University/College degree in a related discipline preferred

• 1 year previous experience as a Hotel Concierge in a luxury hotel desirable
• Proficient in the English; bilingual is an asset
• Knowledge of Windows, MS Office Suite an asset


• Presentable, well groomed with leadership quality.

• Neat and pleasant appearance

• Articulate

• In good health condition

• Strong interpersonal and problem solving abilities

• Highly responsible & reliable

• Ability to work well under pressure and independently in a fast paced environment

• Ability to work cohesively as part of a team

• Ability to focus attention on guest needs, remaining calm and courteous at all times

• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective

• Must be flexible in terms of working hours

• Highly detail oriented with excellent communication and organizational skills.

• Creative, self-motivated and energetic team-player.

• Able to smile and perform under pressure.

• Excellent organizational skills required.

• Passion for food and beverage.

Contact Details:
Raffles Hotels and Resorts
Tel: .
Contact: HR Department

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